Help Desk Administrator

We are looking to hire a Helpdesk Administrator who will be responsible for overseeing help desk operations and providing front-line technical support to end users within one of the leading semi-government organizations in the region. The role will play a key part in ensuring efficient IT service delivery and maintaining high customer satisfaction.This position is a contract role with an initial duration of 12 months and is renewable.The Helpdesk Administrator will work closely with the Digital Governance & Security team to manage IT ticketing processes, deliver timely and effective support, and contribute to the development of best practices in IT service management and user support.Key Responsibilities:Serve as the first point of contact for user IT support via phone, email, or ticketing systems.Manage and prioritize helpdesk tickets, ensuring timely resolution and SLA compliance.Log incidents and resolutions accurately and prepare regular performance reports.Install, configure, and troubleshoot hardware, software, and peripheral devices.Prepare reports on helpdesk performance, ticket volumes, and issue trends for management review.Develop and update technical documentation, FAQs, and end-user guides to promote user self-servicesMaintain IT asset inventory and coordinate with vendors for issue resolution.Coordinate with vendors and internal technical teams for issue resolution and service improvementsCreate and update user guides, FAQs, and documentation to promote self-service.Identify recurring issues and recommend process or training improvements.Support continuous service enhancement and deliver high customer satisfaction.Knowledge, Skills & ExperienceBachelor’s degree in Information Technology or a related field.Minimum of 2 years of experience in IT customer support or helpdesk operations.Proficiency in both English and Arabic languages.Strong knowledge of Windows OS, Microsoft 365, and common enterprise applications.Experience using IT ticketing systems such as ServiceNow, ManageEngine, or similar.Basic understanding of networking, system administration, and IT troubleshooting.Excellent communication, organizational, and problem-solving skills.Strong customer service orientation and ability to manage multiple priorities.Relevant IT or Helpdesk certifications (e.g., CompTIA A+, ITIL Foundation, or equivalent) are an advantage.Strong analytical, reporting, and data visualization skills.Availability:• Preference will be given to candidates available to join immediately upon offer acceptance.